Frequently Asked Questions
We have compiled some frequently asked questions for your reference. We hope you
find them useful. If you cannot find the answer to your particular question please
contact us.
Cash Back
- How do I redeem my Initial Cash-Back Offer?
-
As a new member to the OPTIMUM® Pet Health Drive™ you automatically receive
a cash-back offer. If you have registered at least one cat, you will receive a maximum
of one Cat Cash Back. If you have registered at least one dog Cash Back, you will
receive a maximum of one Dog Cash Back.
You will find the Cash-Back Offer displayed in "Your Offers" within the PHD section
of the website when you are logged in. Your initial cat and initial dog cash backs
are valid for 40 days only from the date you first became a member to the Pet Health
Drive™. To redeem your cash-back offer simply click on the link in Your Offers
and follow the steps.
You may be asked to complete one of two different cash back redemption methods;
(i) enter unique pack codes, or (ii) enter the barcodes from the back of your OPTIMUM
dry pack.
- Enter Unique Pack Codes
STEP 1: Enter your unique codes
STEP 2: Select Method of Payment
STEP 3: Confirm Details
- Enter Barcodes
STEP 1: Enter your barcode
STEP 2: Select Method of Payment
STEP 3: Confirm Details
STEP 4: Print form and post us your barcode, receipt and confirmation form for validation
A cash back is available to new members registered to the OPTIMUM website. One dog
cash-back and one cat cash-back only is available per household.
- I have redeemed the Initial Cash Back offer online, why haven't I received my cash
back yet?
-
If you have redeemed your cash back with the "Unique Pack Codes" method:
It can take up to 10 days for us to process and send a cheque out in the mail. If
your preferred method of payment is EFT, you should receive you cash back within
3 days. If it has been any longer, please contact Customer Enquiries.
If you have redeemed your cash back with the 'Barcode' method:
You may not have received your cash back because you have failed to send in your
printed form, barcode and receipts. You must post these to us before we can process
your cash back. If you have posted these materials, it can take up to 28 days from
the time we receive your barcode in the mail for us to process your request. If
you have sent in your form, barcode and receipt and have not received your cash-back
after this time please contact Customer Enquiries.
- Where do I find my Unique Code?
-
Your unique code can be found on the inside of your OPTIMUM Dry pack. Only new OPTIMUM
dry packs (similar to the one pictured below and throughout the site) will carry
a unique code.
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- What do I do if my OPTIMUM dry pack does not have a Unique Code?
-
If your pack does not have a code as shown above, please contact Customer Enquiries.
- Why is my Unique Code not being accepted in the online redemption process?
-
You may be entering a code that you have already entered before. Because these codes
are completely unique, once they are entered they cannot be entered again for any
other promotion or offer.
- Where do I find my Barcode?
-
Your barcode is on the back of your OPTIMUM product in the bottom right-hand corner.
- Why is my Initial Cash Back Offer no longer available even though I have not redeemed
it?
-
Your Initial Cash Back Offer is valid for 40 days only from the date you first registered
to the OPTIMUM Pet Health Drive. After 40 days, the offer/s will automatically expire
and they can no longer be redeemed.
- Why didn't I receive a cash-back for every pet I have registered with the OPTIMUM®
Pet Health Drive™?
-
Each new member who registers with OPTIMUM will receive a maximum of one Initial
Cat Cash Back and one Dog Cash Back, regardless of how many pets you have enrolled.
- If I add a new pet to my profile after my initial registration, will I receive another
cash-back?
-
No, only those pets enrolled in the Pet Health Drive when you initially register
will receive a Cash-Back offer. The initial cash back offer is only available to
new members.
- I signed up to the OPTIMUM Pet Health Drive (PHD) in 2007 and have added a new pet,
what do I receive?
-
You will receive access to all the great new content offered on the new OPTIMUM
website as part of the optimum Pet Health Drive. You will not receive another Cash
Back offer, the initial cash back offer is only available to new members.
OPTIMUM® Pet Health Drive™
- I’ve registered for the OPTIMUM® Pet Health Drive™, what
communications will I receive?
-
As part of the OPTIMUM® Pet Health Drive™ you will receive
periodic emails for each of your pets about their progress on the OPTIMUM®
Pet Health Drive™ (PHD) 21 day tracker.
To ensure you receive our special newsletter mailings and other exclusive member
offers make sure you opt in to receive communications from the OPTIMUM ®
brand. Visit “Your Details” to opt-in to receive ongoing communications
and special offers from the OPTIMUM brand.
- What about newsletters or special offers?
-
If you opted into communications from the OPTIMUM ® brand we will
be sending you our special newsletter mailings and information about exclusive offers
and promotions. Visit “Your Details” to manage your opt-ins.
- I uploaded a photo and it has not appeared on the website…
-
All photos will be approved by the OPTIMUM® brand before they appear
on the site. The approval process can take up to one week. Photos deemed inappropriate
will not be approved.
- I am having trouble uploading photos to the website…
-
If you are having trouble uploading photos of your pet/s, please check that the
image size is less than 200kb and that the image file format is either .jpeg or
.gif – then try again. To upload your pet photos visit the Your Pets section
of the OPTIMUM website once you have logged in.
- When can I expect to see changes in my pet’s condition?
-
The OPTIMUM® brand has provided a When Can I Expect To See Changes
Diagram that can be found in the PHD Tracker section of the site. It describes the
changes you can expect within the initial 21-day program. In brief:
Week one: Healthier Appetite, Smaller Firmer Stools
Week two: Brighter Eyes, Increased Fitness & Vitality (energy levels)
Week three: Healthier Skin & Coat
In addition your pet will experience strengthened immunity and healthier teeth and
gums.
Expected changes are based on:
A change to OPTIMUM® dry product from an economy grocery brand
An exclusive OPTIMUM® dry product diet for at least 21 days
- How do I start / stop tracking my pet using the online OPTIMUM® PHD
Tracker?
-
When you register you will choose which of your pets are enrolled in the OPTIMUM®
PHD. These pets will then appear on Our PHD (your member homepage).
Simply click on the 21-day Tracker button for one of your pets and then click on
‘Activate Tracker’ under your pet’s photo. You will need to follow
the set up wizard and complete the initial condition report to activate the PHD
Tracker for a pet.
Throughout the 21 day program you will receive emails reminding you to update your
PHD Tracker with your pets’ health improvements.
Once your pet has completed the OPTIMUM PHD Tracker they will receive their very
own Graduation Certificate that you can print and pin up with pride!
- Why was I automatically logged out of the site?
-
Once logged in, your session will last for up to one hour. If you don't use the
site within this time we will automatically log you out to maintain the security
of the site and your personal details. Simply log back in again to continue browsing.
- I would like to close my OPTIMUM® member account…
-
Simply “contact” the OPTIMUM customer enquiries team and they will assist
you in closing your OPTIMUM member account.
- My pet has died, how can I remove it from my account?
-
Simply go to the “You and Your Pets” section of the website and click
‘Your Pets’, then select the pet you wish to remove from your profile.
If you are having any difficulties in removing a pet, please contact our customer
enquiries team.
- I participated in the 2007 OPTIMUM pet Health Drive and used the 21 day tracker.
Can I activate the 21 day tracker again for the same pet?
-
No, If your pet has already taken part in the Pet Health Drive by using the 21 day
tracker you cannot re-activate the tracker. However any new pets you add will be
able to use the 21 day tracker.
- When will I receive my OPTIMUM Pet Profile?
-
You should receive your Pet profile within 10 days of registration to OPTIMUM Pet
Health Drive.
If you have any concerns about the status of your Pet Profile request, please contact
us.
Cats
- How do I stop my cat from chewing all the cords it my house?
-
The easiest way to stop this is to put something distasteful on the cord, like pepper,
chilli, or even nail polish.
- How can I prevent my cat from biting and scratching people?
-
Let your cat know it is hurting you by responding with a sharp ‘yowl’,
like the sound a hurt cat would make.
- How do I keep my cat off the kitchen bench?
-
As cats hate surprises and loud noises, so simply leave a few cans full of pens
or other objects ready for the cat to knock over. Also try covering the bench in
sticky-tape, and avoid leaving meat or anything appealing out for the cat.
- How do I stop my cat waking me up so early?
-
Don’t reward your cat’s behaviour by feeding it at this awkward time,
or giving it attention. Fill its bowl before your go to bed, and tire it out by
playing with it the night before.
- How do I stop my cat scratching and ripping my carpet?
-
There may be a particular odour where your cat is scratching, so try cleaning and
neutralising the odour. If your cat scratches near closed doors, try covering the
ground with plastic and provide your cat with a scratching pole.
- How do I stop my cat fighting?
-
Make sure that your cat is de-sexed. If the problem of fighting continues, discuss
with your vet.
- My cat seems to dislike its food bowl. Why would this be?
-
Make sure that your cat’s bowl is wider than its whiskers. Also avoid any
strong detergents as your cat will not like the smell, and remember that cats like
to eat in privacy.
- My cat has been acting strangely since the arrival of my new baby. What should I
do?
-
Just don’t forget to reassure the cat that you still love it by paying it
plenty of attention.
- Why does my cat sulk?
-
A cat will sulk when it is uncomfortable or feeling unloved, just like humans. Remember
that cats don’t like being stared at, so try to avoid too much direct eye-contact.
- How do I teach my kitten to use the litter tray?
-
Most kittens are taught by their mothers about using the litter tray, but if your
kitten is unsure and used to relieving itself outside, an easy way to teach it is
to mix a little soil in with the litter for encouragement.
- My cat won’t stop urinating on my indoor plants!
-
Try adding vinegar to the soil to counteract the ammonia in the urine.
- Why does my cat eat grass?
-
Nobody really knows why cats eat grass. It could be to help rid themselves or hairballs,
or to provide themselves with vitamins. Just make sure you avoid using weed-killer
in your garden to protect your healthy cat.
- How do I keep my cat out of the rubbish bin?
-
The simplest answer to this question is to get a firm lid for your rubbish bin.
If knocking it over is the problem, then put some heavy bricks in the bottom of
the bin. Your cat will soon learn the bin is too heavy, and you can take the bricks
out.
Dogs
- Why does my dog bark at everything?
-
Many behavioral problems in dogs come from poor training as puppies, boredom from
being left at home by themselves for too long and separation anxiety. By far the
best result will be had from your dog getting exercise twice a day, morning and
night. This helps to reduce energy levels and provides mental stimulation.
- Is OPTIMUM Puppy Dry Formula suitable as the only food source for a puppy?
-
Yes it is. OPTIMUM
Dry Puppy Formula provides the perfect balance of protein, fat and carbohydrates
(MNP), plus tailored functional vitamins and minerals required for the growth and
development of your puppy.. However, your puppy may also enjoy the variety and taste
that comes from feeding a wet formula too.
See here for the full OPTIMUM Puppy Formula range.
- How much water should I give my puppy at one time?
-
The answer to this one is easy - as much as they want! You don't have to limit dogs'
intake of water, the way you sometimes do with food. You also shouldn't worry about
only setting out water during scheduled mealtimes. In fact, it's important to your
puppy's health that you have fresh, clean water out all the time. Dogs of any age
need lots of water to help run with circulation, digestion and eliminating waste
from the body.
- How can I get my cat and dog to be friends?
-
A. Sadly it's not your call. This relationship will be decided by the dog and the
cat. If the cat has been around for a while he may not ever be OK with the new dog.
Usually they come to some arrangement with the rules written by the cat.
- How do I treat my dog’s bad breath?
-
There is a very good chance that the problem results from tartar and gingivitis
that builds up on teeth over time. At home you can prevent the problem by feeding
a product specially formulated for healthy teeth and gums.
OPTIMUM Oral Care helps to reduce tartar and fight bad breath. However,
by the time you can smell the bad breath it usually suggests that a vet visit is
required for a dental scale and polish. Maintaining the good oral hygiene of your
dog should be treated seriously as plaque and tartar build up may eventually cause
damage to the kidneys, liver and heart.
- How can I stop my dog from burying his toys in the garden?
-
It's perfectly normal for dogs to bury their "treasure." This can include everything
from bones to new chew toys, treats, and tennis balls. They usually go back and
dig up their collection, but it may be months later. You can avoid the problem by
making sure your dog's toys and treats always stay indoors. Only give him toys when
you're in the house, and make sure he doesn't smuggle any in his mouth when you
take him outside.
- Why does my puppy growl and snap at me?
-
The growling and snapping are signs that your puppy thinks he is number one in your
household. Ask your veterinarian for a recommendation for a good trainer in your
area to consult with and correct this problem. The growling and snapping will only
escalate as your puppy ages. Remember, a growl may be a bite about to happen.
- Are cold, wet noses a good sign?
-
A cold, wet nose is one sign of good health in dogs and cats. However, even a healthy
pet can have a warm, dry nose on occasion. On the other hand, really sick pets can
also have cold, wet noses. What does all this mean? Simply that any one indicator
of health is not 100% accurate all the time. Sick pets with cold noses or dry warm
noses should be seen by your vet immediately.
- How good is a dog's hearing ability?
-
Dogs have a great sense of hearing. Next to smell it is their second most developed
sense. Not only can they detect sounds that are much too faint for humans, but they
can also hear sounds pitched at frequencies above or below a human's range.
- Can my dog drink from the swimming pool?
-
The occasional drink of swimming pool water won't hurt your dogs, as the concentration
of chlorine and other chemicals in the water is very low.
You can keep your pups' trips to the pool to a minimum by making sure they have
lots of fresh water both inside and outside and by keeping the pool fenced off or
covered. You can also watch your dogs for diarrhea, constipation, vomiting, or other
signs of stomach problems which may have been caused by chlorine. If you suspect
this is the case, take your dog to the vet immediately.
- Do dogs sweat?
-
Dogs sweat through the pads on their feet. Unlike humans, their skin and armpit
areas don't contain sweat glands. Their main method of ridding themselves from heat
is by panting.
When you see your dog panting, it may not mean that they are thirsty, simply that
they are very hot. However during hot and warm weather, make sure your dog has access
to clean water at all times to prevent heat stroke. Dogs with compromised respiration,
like bulldogs and pugs, are at a very high risk of easily overheating because they
can't pant efficiently.
- How can I cure my dog's itchy, flaky skin?
-
. The best way to help your pet is to see your veterinarian. A veterinarian can
help you determine whether external parasites, a hormonal disease, an infection,
a nutritional disorder, environmental factors or allergies cause the problem.
- How do I comfort my dog after having to put down his friend?
-
Like humans, pets go through a grieving process when losing a loved one. This process
often begins evens before the ill pet is put down. You may have seen signs of sadness,
searching the house, and a reduced appetite, Like humans, they needs lots of love
and affection and in time they will begin to feel better.
Feeding OPTIMUM®
- When Can I expect to see changes in my pets condition from feeding OPTIMUM®
product?
-
The OPTIMUM ® brand has provided a When Can I Expect To See Changes
Diagram that can be found in the PHD Tracker section of the site. It describes the
changes you can expect within the initial 21-day program. In brief:
Week one: Healthier Appetite, Smaller Firmer Stools
Week two: Brighter Eyes, Increased Fitness & Vitality (energy levels)
Week three: Healthier Skin & Coat
In addition your pet will experience strengthened immunity and healthier teeth and
gums. Expected changes are based on:
A change to OPTIMUM ® dry product from an economy grocery brand
An exclusive OPTIMUM® dry product diet for at least 21 days
- When should I start feeding OPTIMUM?
-
The transition from one life stage diet to another should be done gradually over
a four-day period rather than one meal to the next. This allows the gastrointestinal
system to adapt to the new food.
General FAQs
- I would like to change my password, email or postal address. How do I do that?
-
- Log into the site using your username and password
- Click on "Your Details" located in the left hand side navigation
- Click on the "Edit Your Details" button at the bottom of the page
- Enter your new email, address or password.
- Click "Update Your Details" at the bottom of the page.
- How do I change my password?
-
To change your password, complete the following steps:
- Log into the site using your username and password
- Click on "You and Your Pets" in the top right of the site
- Click on "Your Details" located in the left hand side navigation
- Click on the "Edit Your Details" button at the bottom of the page
- Enter your new password in the two boxes provided for "Change Password"
and "Confirm Password"
